one mail out of many returns “smtp error: could not authenticate”

  • Resolved Hasi Weragala

    (@hasinthawk)


    3 years, 7 months ago

    Hey Team,

    we use woocommerce and our hosting server to send mail to every purchase on our site. The customer, as usual, receives an email once a purchase is successful.

    but have recently found out that one mail hasn’t been delivered. There is no record of it in the track delivery in Cpanel.

    Please note there were at least 18 mails sent on this hour. but only this failed with this error.

    I’ve sent test email to the failed email and it was received fine.

    Please help us to debug this issue

    Best

    The page I need help with: [log in to see the link]

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author Gregor Capuder

    (@capuderg)

    Hi @hasinthawk,

    by “our hosting server to send mail”, do you mean the SMTP server account your hosting provides (so you are using our “Other SMTP” mailer), or are you using the “Default (none)” mailer in our plugin? I’m guessing you are using the “Other SMTP” mailer.

    Did this particular email fail to send just once, or does it fail every time?

    If it failed just this once, then it might be just a coincidence and the SMTP server had a temporary issue. If this particular email fails for all of your customers, then we need to investigate why this happens.

    Are you maybe using the PHP constants to set up our plugin settings?

    Do you have the “Force From Email” checkbox enabled in our plugin settings?

    Take care!

    Thread Starter Hasi Weragala

    (@hasinthawk)

    Hi @capuderg

    G’Day!

    Thanks for getting back mate.

    Yes we use ‘Other SMTP’ option and configured it to use a mail created using our cpanel.

    Did this particular email fail to send just once, or does it fail every time? = Just once mate. Subsequent test mails we sent were received fine.

    If this particular email fails for all of your customers, then we need to investigate why this happens. : No this happened randomly. We need to know why this happened to avoid such cases in future.

    Are you maybe using the PHP constants to set up our plugin settings? Nope

    Do you have the “Force From Email” checkbox enabled in our plugin settings?` Yes this option is checked.

    Best Regards

    • This reply was modified 3 years, 6 months ago by Hasi Weragala.
    Plugin Author Gregor Capuder

    (@capuderg)

    Hi @hasinthawk,

    since this issue happened just once, for one sent email, then maybe the SMTP server had a temporary issue and returned the “smtp error: could not authenticate” error?

    From your answer, I can see that your plugin settings are configured correctly and should not cause these kinds of issues on a regular basis.

    Maybe you can contact your hosting support and try to pinpoint why this error occurred for that particular email? Maybe they have some SMTP server logs they can take a look at?

    Have a nice day!

Viewing 3 replies - 1 through 3 (of 3 total)
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